S.

NO

I.

II

III

IV

VI

VII.

VIII.

IX
IX

X
 S.D D
Service Quality dimensions
(1) (2)
Tangibles:
8. My bank has modern looking equipment’s.
9. My banks’s physical facilities are visually appealing with modern
looking building and amenities.
10. My bank’s employees are neat appearing.
11. Materials associated with the service (pamphlets or statements)
will be visually appealing at My bank
Reliability:
12. When my bank promise to do something by a certain time, it does so
13. When a I have a problem, My bank shows sincere interest in solving it.
14. My bank performs the service right the first time.
15. My bank provides the service at the time they promise to do so.
Responsiveness:
16. Employees in my bank will tell me exactly when the service will be performed.
17. Employees in my bank give prompt service
18. Employees in my bank are always willing to help customers.
19. Employees in my bank are never be too busy to respond to my requests.
Assurance:
20. The behavior of employees in my bank will instill confidence to me
21. I feel safe in transactions with my bank.
22. Employees in my bank are consistently courteous with me.
23. Employees of my bank have the knowledge to answer my questions.
Empathy:
24. My bank gives me individual attention.
25. My bank has operating hours convenient to all its customers.
26. My bank has employees who give me personal attentions.
27. My bank has shown me best interest at heart.
Security:
28. I feel safe in transactions with my bank.
29. My bank provides financial security and Confidentiality of account information.
30.My bank proviedes special security features while using Net/Mobile Banking services
31. My bank’s site is secured for credit card information.
Access:
33. My bank provides convenient working hours to me.
34. My bank setup in convenient location.
35. My bank has mobile, net banking facility.
36. ATM and Parking facility.
Price:
37. My bank gives me competitive interest rates.
38.Easy to operate accounts Less service charge.
39.My bank never charge higher service charge for E-Services.
40. My bank will charge reasonable or low service charge.
Product variety:
41.My bank offers products and services according to my needs
42.My bank supports me in other banking services like Insurance,Mututal Fund etc
43
44. My bank offer a wide range of products and services.
Attitudinal loyalty:
45. Recommend your bank to someone who seeks your advice.
46.Encourage friends and relatives to do business with your bank
47. Consider this bank as your first choice to transact services.
48.Say positive things about your bank to other people
49.Do more business with your bank in the next few years.
N A S.A

(3) (4) (5)